Step Up Your Online Customer Experience

The other day I shared an article that urged you to consider how customer focused you and your business are.

Today, a deeper dig into some specifics. 

This great insight from Laurie Petersen arrived in my inbox from Mediapost this week about improvements each of us need to make to create a more friendly customer relationship online:

Customer Experience Wish List For 2017 by Laurie Petersen

Out with the old, in with the new. With the spirit of encouraging positive change, we crowd-sourced this list of 10 customer-experience annoyances everyone wishes would go away.

1. Disconnected customer service systems that require you to enter the same information again and again and again each time you switch to a new department.

2. Captchas that are so obtuse it takes five times to get it right.

3. Mobile and web sites that don’t talk to each other or remember your information, even when you ask them to.

4. Retargeted advertising that keeps selling you after you’ve already been sold.

5. Robo-callers that tell you what you already know.

6. Shopping sites that require entering convoluted discount codes.

7. Deceptive pricing.

8. Communications that don’t discern where you are in the purchase cycle.

9. Employees who lack the training and knowledge to answer basic questions.

10. Websites that offer no way to ever connect with a human for a voice conversation.

What’s missing from the list?

This list is a great start, Laurie and there are others answering her question at the Mediapost page where this was originally posted.

When I first scan the list, number 4 really caught my attention.

4. Retargeted advertising that keeps selling you after you’ve already been sold.

One of the marketing solutions I offer involves a more sophisticated method of retargeting than I’ve seen anywhere else and it has built in to the solution a trigger that helps solve this issue.

Contact me if you want details.